Senior Manager, IT Service Delivery

REI (Recreational Equipment Inc.)•Seattle, WA

About The Position

This job contributes to REI’s success by providing strategic and operational leadership for enterprise IT service delivery across REI’s corporate, retail, and supply chain environments. This role is accountable for ensuring reliable, scalable, and customer‑centered IT services through strong service management practices, empowered teams, and effective vendor partnerships. The Senior Manager leads multiple technical teams and managers, drives continuous improvement across incident, change, and support operations, and serves as a key partner to business and technology leaders. Models and acts in accordance with REI's guiding values and mission.

Requirements

Bachelor’s degree in computer science, business administration, or equivalent experience.
5+ years of progressive IT leadership experience, including Infrastructure & Operations and service delivery management.
Strong experience with ITSM/ITIL frameworks, including incident, problem, and change management practices.
Proven ability to lead large, technical teams and deliver operational performance through metrics, process discipline, and continuous improvement.
Experience in strategic planning, budgeting, vendor management, and delivering technology services in multi-site or enterprise environments.

Nice To Haves

Experience supporting retail, distribution center, or large multi-location operations.
Experience implementing AI-driven or automation-based solutions in IT support environments.
Familiarity with service delivery tooling ecosystems (e.g., ITSM platforms, knowledge management, self-service tools).
Experience managing managed service providers (MSPs) and hybrid workforce models.

Responsibilities

Leads end-to-end IT service delivery operations, including Tier 1 and Tier 2 support, end-user services, and retail/DC technology support, ensuring reliable and consistent service outcomes.
Oversees incident, problem, change, and major incident management, driving timely resolution, strong RCA discipline, and prevention of repeat issues.
Drives AI-enabled, automation-first service operations, improving incident triage, request fulfillment, knowledge management, and operational efficiency.
Manages service performance through SLAs, OLAs, customer experience metrics, and operational health indicators; analyzes trends and implements improvement plans.
Develops and executes multi-year service delivery roadmaps focused on reliability, scalability, automation, self-service, and employee experience improvements.
Leads planning for service capacity, demand, and cost, aligning service delivery capabilities to current and future business needs.
Provides leadership and direction to managers and teams, ensuring clear accountability, strong execution, and alignment to service standards.
Manages vendor and MSP relationships, ensuring contractual performance, value realization, and service quality expectations are met.
Oversees service transition and operational readiness for new technologies, ensuring smooth deployment and support adoption.
Partners with business and technology leaders to align service strategies, support models, and experience outcomes with organizational priorities.